As a Customer Assistance Specialist, you will respond to issues raised by and inquiries from the general public, Federal and State agencies, and consumer organizations regarding consumer issues requiring the application of consumer, community, and lending laws and regulations. Enterprise Governance/Ombudsman External Governance Customer Assistance Unit Houston, TX

Duties

As a Customer Assistance Specialist, you will: Enter, update and retrieve complaint information into the complaint database. Receive, process, and respond to routine written consumer complaints, in a timely manner and handle telephone customer complaints and return calls within outlined timeframes. Evaluate complaints to determine which laws and regulations are applicable and use knowledge of consumer, community, and lending laws to resolve complaints while complying with OCC customer service daily request/weekly production standards. Under the guidance of a senior-level member, initiate and maintain day-to-day working contact with banks and follow up on customer inquiries and complaints with banks, as necessary. Monitor recurring issues and adverse trends in complaints and inquiries and notify CAG management of issues noted.

Requirements

Qualifications

You must meet the following requirements within 30 calendar days after the closing date of this announcement: You must have three years of general experience (one of which must be equivalent to the NB-II or GS-04 grade level) or one year of specialized experience at a level of difficulty and responsibility equivalent to the NB-II pay band level or GS-4 in the Federal service. General Experience is experience that demonstrates the ability to: (1) analyze problems to identify significant factors, gather pertinent data, and recognize solutions; (2) plan and organize work; and (3) communicate effectively orally and in writing. Examples of general experience for this position include: Providing administrative or technical support to an organization; and Working with individuals to accomplish work assignments; and Communicating with individuals inside and outside an organization to exchange information. OR Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled. Examples of specialized experience for this position include: Experience working with the public on financial compliance, banking, or financial industry related areas; or Experience working in a customer service environment for customer complaints. OR Education: You may substitute education for experience as follows: 4-year course of study leading to a bachelor's degree, OR 1 year of graduate-level education or superior academic achievement. OR Combination of Education and Specialized Experience: Have a combination of graduate level education from an accredited college or university AND general or specialized experience (as described above), which is equivalent to the NB-II band level or GS-4 in the Federal Service. This experience and education together meets 100% of the qualification requirements for this position. When an applicant has less than one year of specialized experience, or three years of general experience, as described in the announcement, he or she may combine successfully completed bachelors or graduate-level education with experience to meet the total qualification requirements. One year of full-time graduate education is considered to be number of credit hours that the school attended has determined to represent one (1) year of fully-time study. If the number cannot be obtained from the school, 18 semester hours will be considered an academic year of graduate study. The percentage of specialized work experience and the percentage of graduate study must total at least 100%. The experience may have been gained in the public sector, private sector, or through volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure any credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

Education

Please see Qualifications section for education.

Contacts

• Address Office of Enterprise Governance and the Ombudsman 400 7th Street SW Washington, DC 20219 US
• Name: Dekieta Bethea
• Phone: 202-679-1591
• Email: [email protected]